Suitable for	Operational Managers and Business Improvement Leaders
Course duration	A 3-day programme involving classroom-style training, simulation games, interactive discussion and exercises
Location	Stratford upon Avon
Catalyst Module	S8
Dates	Call +44 (0) 845 345 2282 for further information
Course code	Cat12
Price	£1,290 per delegate (plus VAT)
Book Now!	Call +44 (0) 845 345 2282 or email Elizabeth Wilkinson

Have you experienced any of the following…..

• You get set targets but then have to figure out where to focus to be able to deliver
• Your customers are complaining about your service, but your internal measures are telling you that your performance is acceptable
• It is apparent that there are some failings somewhere in the process, but how do you tackle this in manageable chunks?
• The focus of cost reduction continues to be headcount rather than understanding the true cost of executing the process
• Processes lack ownership and there are too many functional interfaces each with their own targets
• There is no clear trail of metrics between the day-to-day operation targets and those reported on Senior Management scorecards.

This course is a structured approach to understanding existing processes with a view to:

• assessing the true performance of the process
• identifying improvement areas
• analysing the cost of the process
• matching the customer’s view to the internal business measures of the operation
• creating process dashboards that are linked to executive scorecards.

Whether the approach is used for one, some, or all of the above applications, the result is that decisions are based on data and there is a clear alignment between customer requirements, the process and the metrics. The approach provides a continuing forum for institutionalising the ongoing management of the process in this manner.